Implementation Specialist
Do you like collaborating across teams to deliver successful product implementation services for customers?
Do you enjoy working with cutting-edge technology solutions?
About our Team
As an Implementation Specialist, you are a part of the Customer Success team which is focused on delighting the customer. As a team we do this by providing critical product implementation, robust training and adoption programs, and commercial readiness / go-to-market support.
Overview
As part of Elsevier’s Customer Success team, the Implementation Specialist plays a critical role in delivering successful product implementations for our customers, including integration and access support, training, and adoption activities. This role drives high-visibility, high-complexity projects across Elsevier Clinical Reference and Decision Support, Patient Engagement, and Clinical Workflow products, ensuring a high level of service satisfaction and successful achievement of each customer’s unique goals.
The Implementation Specialist leverages expertise in SaaS solutions and product workflows to drive successful implementations. They coordinate project activities, manage internal and customer timelines, establish and track key milestones, and communicate project status, risks, and next steps to key stakeholders. They also provide best-practice, consultative support to help customers address workflow challenges, optimize product configuration and use, and realize greater value from Elsevier solutions. Building and nurturing value-based relationships and keeping the lines of communication open with our most demanding and high-profile clients will be crucial to success.
Responsibilities
Implementation Delivery
- Lead end-to-end implementation of Elsevier's products for customer accounts, from kickoff through go-live and adoption.
- Establish and manage project plans, milestones, and timelines across multiple concurrent, high-visibility implementations.
- Serve as a subject matter expert, understanding product functionality, access methods and workflows, integration requirements, and the ability to troubleshoot and resolve complex product and implementation related challenges.
- Provide virtual and on-site training and consultative support to help clients maximize adoption and value.
- Champion customer satisfaction through responsive, transparent, and authentic communication.
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Stakeholder Management & Escalations
- Proactively manage client expectations and communicate project status, risks, and resolutions to internal and external stakeholders.
- Serve as the primary point of contact and escalation path for key implementation project stakeholders, including leadership, IT counterparts, and executive sponsors.
- Be a highly motivated change agent and problem solver.
- undefined.
Cross-Functional Collaboration
- Partner with Product, Technology, and Subject Matter Experts to scope requirements and resolve workflow challenges, ensuring successful delivery of relevant products and functionality.
- Collaborate with Customer Success leadership and relevant stakeholders to identify recurring risks and process gaps across implementations and recommend and drive improvements to methodology, tools, and training.
Requirements
- Have 5+ years of experience in implementation, customer engagement/service, and/or consulting support, ideally within healthcare and/or SaaS environments.
- Have proven experience leading complex, multi-stakeholder implementation projects from initiation through go-live.
- Strong project management skills across cross-functional initiatives.
- Be an effective problem solver able to navigate ambiguity within a matrix organization.
- Have excellent verbal and written communication skills, including experience presenting to senior stakeholders.
- Able to travel to customer sites as required (up to 20% of time).
- Have a bachelor's degree or equivalent experience.
Valued Attributes
- Project Management Professional (PMP) certification.
- Clinical background and experience providing direct patient care or hospital/health system experience (Registered Nurse or similar)
- AI (Artificial Intelligence) fluency, knowledge and experience.
Work in a way that works for you
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
- Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Health plan benefits
- Employee Assistance Program
- Retirement Benefits
- Various Leave Programs
- Educational Assistance
- Disability, Life and Accidental Death Insurance
- Paid Vacation
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals' advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
U.S. National Base Pay Range: $71,600 - $119,400. Geographic differentials may apply in some locations to better reflect local market rates. This job is eligible for an annual incentive bonus.We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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Skills Required
- 5+ years of experience in implementation, customer engagement or service, and/or consulting support
- Experience in healthcare and/or SaaS environments
- Experience leading complex, multi-stakeholder implementation projects from initiation through go-live
- Strong project management skills across cross-functional initiatives
- Strong problem-solving skills and ability to navigate ambiguity within a matrix organization
- Excellent verbal and written communication skills, including presenting to senior stakeholders
- Ability to travel to customer sites up to 20% of the time
- Bachelor's degree or equivalent experience
- Project Management Professional (PMP) certification
- Clinical background or direct patient care experience, such as Registered Nurse experience
- Hospital or health system experience
- Artificial intelligence fluency, knowledge, and experience
Elsevier Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Elsevier and has not been reviewed or approved by Elsevier.
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Leave & Time Off Breadth — Feedback suggests paid time off spans vacation, holidays, sick days, bereavement, military leave, and volunteer time. Family-related leave options are also emphasized as part of the package.
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Healthcare Strength — Feedback suggests medical, dental, vision, life insurance, wellness initiatives, and an EAP form a comprehensive health offering. Gym support and wellbeing hubs reinforce an ongoing health and wellness focus.
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Retirement Support — Feedback suggests retirement programs include a 401(k)/retirement plan and pension options, with long-term savings vehicles such as an employee stock purchase plan also available. These elements contribute to a sense of financial security beyond base pay.
Elsevier Insights
What We Do
Elsevier is a world-leading provider of information solutions that enhance the performance of science, health, and technology professionals, empowering them to make better decisions, and deliver better care. Because informed decisions lead to better outcomes, Elsevier is a leader in information and analytics for customers across the global research and health ecosystems. Elsevier helps researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. We do this by facilitating insights and critical decision-making for customers across the global research and health ecosystems.
